Tag Archives: streams

broadsoft webchat

General Contact Centre Enhancements

Post by : Team Kakapo | On 4 February, 2018 | Feature Releases

Web Chat Transfer – Conversations can now be transferred to other Agents in the same media stream, provided the receiving Agent is not on DND. Activity Log – The Call Logs tab in the contact center version of Unity Agent has now been changed to Activity Log and will show the last 30 web chat

webchat agent

Last Agent Routing for Web Chat

Post by : Team Kakapo | On 17 December, 2017 | Feature Releases

Customer service experience has now been enhanced with last agent routing for web chat. This is configurable in the Profile of each chat media stream and, when enabled, will route an incoming chat to the last Agent that took a chat from the visitor. Naturally this reduces the anonymity that can become a problem with